Inbound Email Action - Best Practice for Managing

[JohnG3]

I am designing various IEAs and having a difficult time determining the best methodology for organizing them.

Is there a way to have an order of processing Inbound Email Actions?

I created a new IEA to create change requests from e-mail messages with Termination or termination in the email subject line.

Unfortunately, the Create Incident IEA is also triggering for these messages.

Is the best method for IEA to gradually keep augmenting the condition for Create Incident so it has conditions that don't match other IEAs?

This seems inefficient, but maybe that is the way we are suppose to do it?

I tried the Override field, unfortunately, it did not work properly.

Thanks for your ideas!

[#2]

Found the same problem, and the only solution appears to be the one you have indicated, i.e. excluding all other conditions in each rule - very tedious, but so far we only have 2 IEAs, so no big deal yet.

Agree that the override field doesn't seem to do anything, although it does reference the same table. I was looking for a weighting, similar to that contained in the email notifications, which might work in combination with a way of flagging the email as 'processed' so it doesn't get processed again....

Will keep an eye on this to see if you come up with anything

🙂

Jenny

[JohnG3]

Hi Jenny,

Yeah, I too thought there might be a weighting similar to Email notifications. I went to add it to the IEA form and it wasn't in the slushbucket. 😞 I can see this being a problem as I gradually increase the number of IEAs.

To me it seems the processing of an inbound email should be:

Check lowest ordered IBE first, then second lowest, etc until you get a "hit", then stop the processing of IBEs.

However, current design is test all IBEs against an email and firing all which meet its condition.

I think just adding an Order to the IBEs would make them a little more manageable. This functionality is present in other aspects of the system.

Thanks for your reply!

~ John

[john_roberts]

Since inbound actions are just server-side scripts you could create any type of record. By default 'current' is a record on the table defined in the action.
So you could use a single action for creation and have the logic in the script that determines which type of record to insert.

[JohnG3]

Thanks John, I will experiment with this technique.

~ John

john.roberts